Summary
webook.com is a Saudi event ticketing and experience booking platform. The Vice President of Experience will set the customer experience strategy and lead teams across design, research, customer support, and journey management. The role covers experience standards and measurement, customer care operations, support technologies, journey mapping, and collaboration with Product, Engineering, Marketing, and Operations. Applicants should have 10+ years of relevant experience, including 5+ years in executive leadership, and a bachelor's degree; a master's degree is preferred.
The posting
As published on webook.com. Pulled from the employer's site and shown as they wrote it.
Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?
If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.
Position Overview
The Vice President of Experience will lead the strategy and execution of exceptional customer experiences across all touchpoints, driving innovation, aligning cross-functional teams, and enhancing user satisfaction to solidify the company’s position as a customer-centric digital leader.
Strategic Leadership
- Drive the overall customer experience strategy and vision across all touchpoints
- Lead experience transformation initiatives across the organization
- Build and maintain relationships with key stakeholders
- Develop and manage experience-related budgets and resources
- Stay current with industry trends and best practices
Team Management
- Lead and develop teams of designers, researchers, and journey specialists
- Build, lead and scale customer support teams across multiple channels
- Create and maintain customer service training programs
- Develop and oversee customer research initiatives
Experience Framework & Standards
- Create and maintain a unified experience framework
- Establish and track key experience metrics and KPIs
- Create and maintain experience guidelines across platforms
- Drive personalization strategies
- Champion voice-of-customer programs
Customer Support Operations
- Develop and manage customer care strategies
- Establish customer service standards and policies
- Monitor and improve customer satisfaction metrics
- Create and maintain support documentation
- Lead support innovation initiatives
Support Tools & Technologies
- Design and deploy AI-powered chatbot solutions
- Implement automated ticket routing systems
- Develop self-service knowledge bases
- Integrate omnichannel support platforms
- Optimize CRM and help desk systems
Advanced Support Technologies
- Create conversational AI strategies
- Deploy intelligent virtual assistants
- Implement sentiment analysis tools
- Develop proactive support mechanisms
- Integrate support analytics systems
Journey Mapping Expertise
- Map and maintain B2B and B2C journey maps
- Optimize touchpoints across customer journeys
- Conduct multi-stakeholder journey orchestration
- Implement journey analytics frameworks
- Create experience flows and service blueprints
Cross-functional Collaboration
- Partner with Product, Engineering, Marketing, and Operations
- Align experience strategy with business objectives
- Implement feedback loops across organization
- Translate journey maps into business improvements
Requirements
- 10+ years of experience in customer experience, user experience, or related field
- 5+ years of executive leadership experience managing cross-functional teams
- Proven track record of implementing successful experience excellence strategies in digital products
- Experience with experience measurement tools and methodologies
- Strong background in user research, journey mapping, and service design
- Deep understanding of omni-channel digital platforms, particularly in SaaS and ecommerce
- Experience with experience optimization and personalization technologies
- Strong analytical skills with ability to translate data into actionable insights
- Excellence in stakeholder management and executive communication
- Track record of building and scaling experience teams
- Bachelor's degree required, Master's preferred in relevant field
- Experience in highly regulated industries is a plus
- Demonstrated success in driving organizational change
- Strong presentation and public speaking abilities
- Experience with agile methodologies and design thinking approaches